Best Practice Report

Wealth Management Firms Accelerate Digital Investments To Power Hybrid CX

How COVID-19 Forced Wealth Managers To Become More Hybrid

June 17th, 2021
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
Vijay Raghavan, Senior Analyst
Vijay Raghavan Senior Analyst
With contributors:
Frederic Giron , Nancy Lin , Bill Nagel

Summary

The wealth management industry experienced major changes in 2020 because of the COVID-19 pandemic. Due to the sudden inability to meet customers or prospects in person, firms were compelled to accelerate their digital transformations and upgrade their sales, service, and advisory capabilities. Post-pandemic, success will depend on finding the optimal balance between human and digital across channels to create a differentiated client experience. Read this report to understand how leading wealth management organizations implement hybrid experiences by digitally augmenting their sales and service models.

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